Current State Assessment

Healthcare call center consulting, current state assessment

What is it?

A Current State Assessment (CSA) is a detailed analysis of a healthcare organization’s contact center and patient access strategy, designed to get a clear understanding of its strengths and weaknesses in order to develop an elevated future vision.

How does it work?

A team of RelateCare’s clinical and technical consultants come onsite to your organization for between 3-5 days to examine your contact center processes, and interview staff and management.

We will then compile a detailed report based on findings and report back to management in order to create next steps.

Why do you need it?

Any improvement in contact center operations must start with understanding the problem. A proper grasp of the strengths and weaknesses is the first step towards:

  • Increasing access for patients
  • Improving physician utilization
  • Providing greater accuracy in selection of clinical care pathways
  • Enhancing agent productivity
  • Enabling centralized and standardized appointment scheduling
  • Allowing for multi-disciplinary scheduling and
  • Reducing agent or appointment scheduler training time

Patient Testimonials

You have been the best person that I have spoken to so far! Thank you Patrick, I really appreciate it

Patient, Appointment Scheduling Service, California, USA

I received excellent advice from Amanda. She was very practical, helpful and supportive. This is a fantastic resource. Thank you.

Patient, Lactation Service, Ireland

It’s so nice to have someone here to listen to me

Patient, Post Discharge Service, Cleveland, USA

I want to let you know that Leah is phenomenal, she is most excellent, expedious, kind, knowledgeable. I have called through and spoken to her a couple of times now and she is as patient as can be so I want to let you know that I would give her 10 stars plus.

Patient, Appointment Scheduling Service, Boston, USA.

The RelateCare nurse truly went above and beyond to try to help this patient, including contacting the police, a suicide hotline and working with our clinic staff to contact a provider. I was extremely impressed and proud of this work. Really, really outstanding.

Healthcare Leader, Nurse Triage Service, Texas, USA.

The customer services representative who assisted me was… exceptionally friendly, helpful, and professional. Good customer service is not as common as one would hope.

Patient, Appointment Scheduling Service, Texas, USA.

you have been the most helpful person I have dealt with through this situation and I want to thank you so very much

Patient, Appointment Scheduling Service, St. Louis, USA.

Patrick went the extra mile, he was compassionate and made our experience so much easier

Patient, Appointment Scheduling Service, California, USA.

See what some of our clients say about our work